Advanced Customer Engineer (ACE)
Detroit, MI 
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Job Description
Job Description

The Company: Cognex Corporation

Cognex is the global leader in the exciting and growing field of machine vision. With over $600 million of cash in the bank and no debt, we are a financially strong international company with a culture that maintains the fast paced, creative environment of a startup. Our employees, proudly called "Cognoids," take their work seriously, but don't take themselves seriously. Our Work Hard, Play Hard, Move Fast culture recognizes our employees for their innovation, perseverance and hard work in a fun, rewarding, and quirky environment.

The Team

Delivering Cognex ID and Vision Automation Solutions into various Retail/Commercial/Freight Distribution Centers, Parcel & Postal and Airport Baggage Handling Industries is one of the fastest growing segments in Cognex, what we define as our Logistics business. The Logistics Solutions Business Unit is responsible for supporting the logistics market throughout the entire project life cycle, which can include pre-sales system configuration and testing, turnkey solution design and estimation services, project management and integration, installation, commissioning and troubleshooting activities, as well as post installation support to some of the largest global customers in these industries.

Job Summary

The Advanced Customer Engineer (ACE) will be responsible to offer technically advanced support to a wide range of Logistics front line service providers. Possessing advanced and in-depth knowledge, the ACE will define and demonstrate technical best practices, provide the highest levels of both time-sensitive and high-touch support, as well as proactive competence development of direct and indirect employees, contract service providers and customers.

Often engaged in time-sensitive or operationally critical situations, the ACE is responsible to technically support our field service resources and drive timely resolution of situations and reduce the need for additional field resource deployments. The ACE should subsequently identify competence and knowledge gaps in our field service team, analyze product, training and technical omissions in logistics solution delivery, and propose methods and support to drive internal technical efficiency improvements and increase consistency of performance.

The ACE will identify installation and commission standards for logistics solutions for internal and external use, assist in driving procedure development to increase confidence in the competence of internal and external service partners. Additionally, the ACE identifies opportunities that allow field deployment or subsequent support activities to become revenue generating in conjunction with Sales and Project Management.

Essential Functions

  • Provide real time support for in-field Logistics Field Service Engineers (LFSEs) / site leads to resolve complex issues in creative and effective ways to support delivery of project profitability targets
  • Deliver 2nd level escalation support, utilizing in-depth evaluation of variable aspects in post project / sales support environments
  • Provide rapid response, physical deployment options to complex or escalating projects/issues, often coordinating activities of others, with short term notice
  • Document Technical Notes / "How-To's" for identified cross functional issues and own documentation distribution and management
  • Develop topics and supporting training materials for field service resources (internal and external) - driving overall competencies and skills upwards
  • Ensure timely communications with customers on status, as well as updates to all internal stakeholders
  • Travel to sites as needed, to perform the tasks as described for this position. Extended travel periods may be required during the commissioning and acceptance phase of each project, or through peak volume business periods
  • Other responsibilities as assigned

Knowledge, Skills and Abilities

  • 2 years of field service experience in solution install, commissioning and advanced troubleshooting of ID based solutions, with advanced scripting knowledge preferred
  • Competent in serial and ethernet communication and troubleshooting
  • Field service experience in RTM and network setup
  • Strong customer focus, attention to detail, fast acting, excellent communicator and self-driving mentality
  • Ability to sort through competing priorities, anticipate risks and develop effective mitigation actions
  • Available to travel up to 50%

Additional Job Description

Equal Employment Opportunity

Cognex is an equal opportunity employer. Cognex evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
2+ years
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